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Course overview

A solution focused approach to enhancing the effectiveness and ease of dealing with difficult patient interactions

Difficult patient interactions are often the biggest stressors for healthcare professionals, yet the responsibility of many clinical jobs makes these encounters unavoidable. Without training and skills, many professionals either surrender to the aggressor or find it difficult to communicate their point of view for fear of escalating conflict.

Mastering Difficult Interactions with Patients is a practical skills development workshop designed to give healthcare professionals competence in effectively handling difficult patient interactions.

This workshop explores the causes of difficult interactions and the specific challenges faced by clinicians. It teaches how to look past words and emotion to understand patients’ motivations and meaning.

Difficult interactions will never be totally stress-free, and the workshop examines ‘survival’ techniques to reduce stress and ensure ongoing improvement.

FormatWorkshop with short lectures, reflective exercises, small group facilitated discussions, group activities and rehearsal of skills.

Brief didactic presentations will provide the focus for small group sessions in which participants are able to share experience and pool knowledge, enabling critical comparison of their skills with their peers and peer learning.

Video case studies are used to enable participants to analyse and reflect upon their own skills. The format has been carefully structured to enable a mix of lectures, discussion, critical reflection and evaluation.

FacultyCognitive Institute faculty are senior clinicians with over 20 years’ experience. They have attained accreditation after undertaking intensive formal training, and are skilled in the delivery of education to healthcare professionals, organisation-wide.

Each of our faculty are drawn from differing health backgrounds and offer a rich and diverse experience of health service delivery and education. They have delivered and supported implementation of courses and programmes in a range of public and private healthcare organisations across the Asia Pacific and United Kingdom.